Featured Quote:
“I really have to shout out the support team! What we love most about partnering with Xplor Recreation is that someone’s always there to support us morning, afternoon, or night, 24/7, 365. It’s a total 180 from what we experienced with our previous providers.”
- Alex North, Roanoke County, Virginia
Their Solution
Thus began their second recreation management software search in four years. Alex and the other key stakeholders with the Roanoke County Parks, Recreation and Tourism team came together to plan their RFP.
“Once we figured out that we’d be going to RFP again, myself and all the other ‘power users’ cross-departmentally met to scope out what our requirements would be for the next recreation management software we’d partner with.”
While there were plenty of software checkboxes that needed ticking, their key requirements revolved around finding a modern, easy-to-use solution for both clients and staff, all-in-one functionality, and best-in-class support.
“High level, we were looking for a technology partner that could help us manage and deliver all our services in a clean and easy manner – something that would be user-friendly for the public using it and our staff in the back end. Ease of access and ease of use was key when we were looking at software”
Evaluation Process
The County of Roanoke underwent an extensive evaluation process, ultimately shortlisting Xplor Recreation and the vendor that had acquired their previous two software providers. Given the significance of the decision, the team meticulously examined every detail.
“We took a very hands on approach to compare you and [the other shortlisted provider]. We spent a lot of time in demos and really dove into all the different modules – especially the activity and facility modules, which are integral to our operations. We wanted to make sure things were really simple to configure on the back-end for our staff. But, more importantly, once they were set up, we wanted the experience to be very easy for our community members."
After thorough evaluation, Alex and the team confidently awarded the RFP to Xplor Recreation. The software ticked all the boxes, but its simplicity is what stood out most to the County of Roanoke team.
“Ultimately, our top evaluation criteria was the overall ease of access and ease of use of the software. This was a big factor in us choosing Xplor Recreation. Everything was very clean and modern on the customer end, setting up an account was easy, and it provided an intuitive experience for our staff to support our community members’ needs and manage their day-to-day operations.”
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The Results
The transition to Xplor Recreation has brought numerous benefits to the County of Roanoke. From expedited implementation to exceptional support and continuous innovation, the switch not only helped them get through a tricky situation but also enhanced the quality of services they provide to their community members.
Key Benefits Experienced
Expedited and Seamless Implementation
Roanoke County’s transition process was fraught with challenges from the start. With a short runway to the software termination date and the COVID-19 pandemic hitting in the midst of their RFP process, the team faced significant hurdles. Their implementation began immediately after Independence Day, right during their busiest time of the year. Despite all that, their switch to Xplor Recreation was a successful one.
“Short and sweet, implementation was a success! Looking back on those times, it's hard to believe it's been almost three years now. But, despite having a condensed implementation timeline and starting implementation in the thick of our summer season, our staff and your team made it work. We were able to go live successfully on October 1st of 2021 without a hitch! The internal power-user training was a standout aspect of the implementation process – it really enabled us to train our respective team members on how they’d be using the software daily.”
Fast, Reliable Support Whenever Needed
The support provided by Xplor Recreation has been a game-changer for Roanoke County, ensuring that any issues are promptly addressed and resolved.
“I really have to shout out the support team! What we love most about partnering with Xplor Recreation is that someone’s always there to support us morning, afternoon, or night, 24/7, 365. It’s a total 180 from what we experienced with our previous providers. Your team is always quick to respond, whether we reach out online or over the phone, and quick to help us troubleshoot things. I love that if ever something needs to be escalated, your team clearly communicates what’s going on, and provides updates as the team works through the ticket.”
Modern, User-Friendly Technology for Customers
Xplor Recreation has helped significantly enhance the customer experience, making it easier for community members to access and enjoy the facilities and services offered by Roanoke County.
“At the end of the day, what it all comes down to is the customer experience and making sure that our community members and citizens can enjoy our facilities and be able to do that with a nice, easy customer process. Whether they're registering for a class online or coming by a recreation center to buy a day pass, Xplor Recreation helps us give them a smooth customer experience. When it’s all said and done, that’s what matters most because our customers are why we do the work we do.”
Intuitive User-Interface for Staff
The ease of use of Xplor Recreation extends to the County’s staff as well. Its intuitive user interface made it easy for the Roanoke County team to transition to and learn the new platform, while also allowing them to manage their daily operations more efficiently.
“No one really loves change, so you can expect some folks to struggle when implementing a new software. Overall, our staff were able to navigate that change quite quickly and figure out how effectively everything lives and works together in Xplor Recreation. The software is quite intuitive, making it easy for our team to manage their day-to-day work. It also allows us to make adjustments really easily to pivot to the evolving needs of our customers. We also appreciate that the clean look and usability are consistent across both the front end for customers and the back end for our staff living in the software every day.”
Software that Constantly Evolves
After two unexpected software switches, the County of Roanoke team can rest easy knowing that their partnership with Xplor Recreation is built to last. Xplor Recreation’s commitment to continuous innovation is a benefit Alex and his team have experienced firsthand and look forward to in the years to come.
“I hadn’t heard of Xplor Recreation before our RFP. It’s been great to see how much progress and development you’ve made in just 3 years, and it’s been really fun to be a part of it. I love that you approach improvements to the software from multiple lenses. You’re looking at trends in the recreation industry and involving the agencies you work with, but also interacting with the members that will be engaging with our services. You’re always listening to what we need as customers, and I feel like you’re always looking into the future. Not just what’s going on now, but what’s coming in the next 5-10 years."
